Terms And Conditions
Watford Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Watford Carpet Cleaners provides professional cleaning services to domestic and commercial customers. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, company, or organisation requesting services from Watford Carpet Cleaners.
Company, we, us, or our means Watford Carpet Cleaners.
Services means any cleaning services provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain treatment, and related services.
Premises means the property or location where the Services are to be performed.
Booking means a confirmed appointment for the provision of Services agreed between the Customer and the Company.
Operative means any employee, contractor, or representative engaged by the Company to carry out the Services.
2. Scope of Services
We provide professional cleaning services for residential and commercial properties. The precise scope of the Services, including areas to be cleaned, specific items to be treated, and any additional requests, will be agreed at the time of booking or during a pre-service assessment where applicable.
All Services are subject to availability and may vary according to the nature and condition of carpets, rugs, upholstery, and flooring at the Premises. We reserve the right to refuse to provide Services where conditions are unsafe, unsanitary, or unsuitable for the type of cleaning requested.
3. Booking Process
Bookings can be made by the Customer through our approved booking channels. We will confirm acceptance of a Booking by providing a booking confirmation, which may be given verbally or in writing, along with the agreed date, time window, and estimated price.
The Customer is responsible for ensuring that all details provided at the time of booking are accurate, including the address, property type, parking arrangements, access instructions, and the approximate size and condition of the items to be cleaned. Any material inaccuracies may result in additional charges, changes to the estimated duration of the visit, or in some cases the need to rebook.
For certain types of Services, we may recommend or require an initial assessment to confirm the scope of work and to provide a more accurate quotation. Any quotation provided prior to such an assessment is an estimate only and may be subject to change once the Operative has inspected the Premises.
4. Access to the Premises
The Customer must ensure that the Operatives have safe and timely access to the Premises at the agreed time. The Customer is responsible for providing keys, access codes, or arranging for someone to be present to grant entry.
If access is not available or is unduly delayed, we may charge a call-out fee or treat the Booking as a late cancellation. Where parking permits, visitor passes, or specific parking instructions are required, the Customer must arrange these in advance. Any parking charges, fines, or penalties incurred due to insufficient parking arrangements may be added to the Customer’s invoice.
5. Customer Obligations
The Customer must:
Ensure that carpets, rugs, and upholstery to be cleaned are reasonably free from clutter and small movable items.
Secure or move fragile items, valuables, and breakables from the areas where Services will be performed.
Inform the Company of any known issues with the Premises, including loose floor coverings, damaged fittings, or pre-existing stains and defects.
Provide access to hot and cold water and electricity where required for the Services.
Supervise children, pets, or vulnerable persons during the visit to maintain a safe working environment.
We will not be liable for any delay or failure to provide the Services where the Customer has not complied with these obligations.
6. Pricing and Quotations
We may provide a price based on information supplied by the Customer, or on an inspection where applicable. Unless stated otherwise, all prices are expressed in pounds sterling and are exclusive of any applicable taxes or surcharges.
Quotations are valid for a limited time as indicated at the time of issue and may be subject to change in the event of material differences between the Customer’s description and the actual conditions found at the Premises.
Additional charges may apply for heavily soiled items, stain removal treatments, furniture moving, emergency or out-of-hours attendance, or where the job duration substantially exceeds the original estimate due to factors outside our control.
7. Payments
Payment terms will be advised at the time of booking. Unless agreed otherwise, payment is due on completion of the Services. We accept commonly used UK payment methods, which may include cashless options.
For commercial customers and larger projects, we may require a deposit or full prepayment prior to the provision of Services. We reserve the right to withhold or discontinue Services if required payments are not received as agreed.
If payment is not made on the due date, we may charge interest on the outstanding sum at a reasonable rate and recover any costs incurred in collecting overdue amounts. Title in any goods supplied as part of the Services shall not pass to the Customer until full payment has been received.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by providing notice via our usual contact channels. We request reasonable notice to allow us to reallocate the appointment slot. Specific notice periods and any related charges will be communicated at the time of booking and may vary depending on the type of Service and size of the job.
Where insufficient notice is provided, where we arrive at the Premises and cannot gain access, or where the Customer is not present where required, we reserve the right to apply a cancellation fee or charge a minimum call-out amount to cover our costs.
We will use reasonable endeavours to attend at the agreed time but cannot guarantee exact arrival times due to traffic, weather, or circumstances beyond our control. If we need to cancel or reschedule a Booking, we will notify the Customer as soon as reasonably possible and offer an alternative appointment. In such cases, our liability will be limited to the rescheduling of the Services or, if not acceptable, a refund of any sums paid for the affected Booking.
9. Service Standards and Limitations
We aim to deliver Services with reasonable care and skill consistent with professional cleaning standards. However, the Customer acknowledges that:
Some stains and odours may be permanent and cannot be fully removed despite the use of appropriate professional techniques and products.
Pre-existing damage, wear, fading, shrinkage, colour run, or discolouration may be more visible after cleaning and we are not responsible for such conditions.
Where items are heavily soiled or in poor condition, further work may be necessary, or results may be limited regardless of the methods used.
Any advice provided by our Operatives regarding aftercare, drying times, or maintenance is given in good faith but cannot guarantee particular outcomes.
10. Damage and Liability
We maintain appropriate insurance cover for our operations. If the Customer believes that our Services have caused damage, they must notify us as soon as possible and in any event no later than 48 hours after completion of the Services, providing reasonable details and evidence.
Our liability for any loss or damage arising from the provision of Services shall, to the maximum extent permitted by law, be limited to the lesser of the cost of repairing the damage or the value of the affected item, and in any case shall not exceed the total price paid for the Services under the relevant Booking.
We will not be liable for:
Any pre-existing damage, defects, or conditions at the Premises or in the items cleaned, whether visible or not.
Any indirect, consequential, or economic loss, including loss of profit, loss of use, or loss of opportunity.
Damage resulting from the failure of the Customer to follow our instructions or advice, including recommended drying times and ventilation requirements.
Damage caused by the presence of non-fast colours, loose fittings, unstable dyes, or manufacturing defects in carpets, rugs, or upholstery.
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
11. Waste Management and Environmental Regulations
We operate in accordance with relevant UK waste and environmental regulations applicable to our services. Our standard Services do not generally involve the collection or removal of household waste, bulky items, or hazardous materials. Any such removal, if agreed, will be subject to separate terms, charges, and compliance requirements.
The Customer must not request that we dispose of waste in any manner that would breach local or national regulations. Where we generate small quantities of waste as part of our cleaning processes, we will handle and dispose of them responsibly in accordance with applicable legislation and industry practice.
If it becomes apparent that the Premises contain hazardous materials, including but not limited to asbestos, chemical residues, or biological waste, we may suspend Services immediately and advise the Customer to engage a specialist contractor. We shall have no liability for any delay or non-performance of the Services in such circumstances.
12. Health and Safety
We are committed to maintaining high health and safety standards for both Customers and Operatives. The Customer is required to disclose any known health and safety risks at the Premises before the Services commence, including loose electrical fittings, trip hazards, or any other dangerous conditions.
Operatives reserve the right to refuse to work in environments they reasonably consider to be unsafe, unsanitary, or in breach of health and safety laws. In such cases, a call-out or cancellation charge may apply where the situation was not disclosed in advance.
13. Guarantees and Complaints
If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as practicable and provide details of the issue. We may request photographs or arrange a revisit to assess the concern.
Where we determine that the Services have not been carried out with reasonable care and skill, we may, at our discretion, re-clean the affected areas or offer a partial refund. Any such remedy shall be the Customer’s exclusive remedy in relation to the relevant issue, without prejudice to any statutory rights that cannot be excluded.
14. Data Protection and Privacy
We collect and process personal information about Customers for the purpose of managing bookings, delivering Services, processing payments, and handling queries or complaints. We handle personal data in accordance with applicable data protection legislation in the United Kingdom.
Customer information is kept secure and is only shared where necessary for the provision of Services, compliance with legal requirements, or with trusted third parties who support our operations under appropriate safeguards.
15. Force Majeure
We shall not be liable for any delay or failure to perform our obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to severe weather, flooding, fire, pandemic, public transport disruption, industrial disputes, or utility failures.
In such circumstances, we may suspend or reschedule the Services and will endeavour to notify the Customer as soon as reasonably practicable.
16. Variations to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in our practices, legal requirements, or operational needs. Any revised terms will apply to new Bookings from the date of publication or communication to Customers. Existing Bookings will generally be honoured under the terms in place at the time of booking, except where changes are required by law.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, including any non-contractual disputes or claims.
18. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior discussions, correspondence, or understandings, whether written or oral, relating to the subject matter.
No waiver by the Company of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach. No other terms proposed by the Customer shall apply unless expressly agreed in writing by the Company.
